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What some readers are saying:

"...I just finished your wonderful book "I Hear What You Say, But What Are You Telling Me." I teach both negotiation and ADR courses to students and attorneys and found your book highly informative and most thought-provoking. You have reinforced concepts previously considered and introduced me to concepts I had not been exposed to...I know that many of your ideas will find their way into my class discussions...You have made me more sensitive to communication differences than I have ever thought possible. This is the most comprehensive book of this kind I have ever had the pleasure of reading. Thank you for providing the rest of us with such a wonderful book." (Charles B. Craver, Professor of Law; Leroy Sorenson Merrifield Research Professor of Law, George Washington University Law School)

"I selected your book because I am always on the lookout for new material that will reinforce my philosophy that effective communication (verbal and nonverbal) is the basic foundation for successful negotiation as well as conflict management/resolution. I feel that your book makes an important contribution to the field in that way. " (A. Marco Turk, J.D., Professor and Director, Behavioral Science Graduate Program Coordinator, Negotiation & Conflict Management Option, California State University, Dominguez Hills)

"Author Barbara Madonik shows how practically every physical gesture, every change in the tone of voice -- and even silence -- has a potential meaning that could be completely different from what we assume. It is called nonverbal communication and the challenge lies in understanding it...To the practicing mediator, reading this book could lead to significantly greater understanding of the parties and their counsel." (Dispute Resolution Journal, November 2002/January 2003)

"Anyone familiar with either mediation or nonverbal communication should welcome this application...the book offers some useful information about the impact of nonverbal communication in the mediation context....Particularly helpful is the information on cultural differences in use of space, silence, touch, time and language...Part Two, presents seven steps that a mediator can follow to get a desirable result...The final three steps --building rapport, triggering action, and bringing closure-- contain all sorts of useful suggestions and are the strongest chapters in the book. A mediator certainly has an interest in building rapport (step five), and the author does a nice job in this chapter of discussing how this can be done. Specific suggestions about welcoming the parties and creating a comfortable climate, using guidelines to empower the parties, being responsive, asking nonthreatening questions, and directing the parties to a more productive way of thinking through the issues are quite instructive and reveal the author's experience as a mediator. The chapter on triggering action (step six) should also prove helpful to the mediator. Here, too, she [the author] includes an array of techniques...The most useful information in this chapter shows the mediator how to help the parties make productive decisions, how to guard against "buyer's remorse,", how to get the parties to craft the final agreement jointly, and how to help the parties leave the conflict behind...Readers will be hard pressed to find other in-depth applications of nonverbal communication in mediation." (Conflict Resolution Quarterly, vol. 20, no. 1, Fall, 2002)

"I Hear What You Say, But What Are You Telling Me? uncovers the hidden meaning of conscious and other-than-conscious communication and offers fascinating insight into human behaviour." (BookWatch, Canadian Manager/Manager Canadien - Winter 2001)

"Ms. Madonik's book has shown me that professionally there is always something beneficial to learn with respect to modern persuasion tactics. The judiciary, lawyers, and mediators will reap a significant gain through the reading of this book." (The Honourable Mr. Justice Ronald E. Stauth, Ontario Court of Justice) (Family Division)

"This book details an excellent set of nonverbal techniques to help mediators resolve conflicts and break impasses. It also presents negotiators with the tools to gain a strategic advantage during their next negotiation." (John Barkai, professor, University of Hawaii School of Law)

"This book gives mediators a promising array of insights and tools, drawn from Barbara Madonik's background in communications, for building understanding and improving rapport in mediation. It will be especially helpful to lawyers/mediators whose focus has been on content and advocacy and who now wish to develop greater sensitivity and skill in interpersonal communication in the specific context of mediation." (David G. Price, lawyer and mediator, chair, Alternative Dispute Resolution Section, Canadian Bar Association) (Ontario)

"Barbara Madonik has created a very helpful and much-needed exploration of the hidden dimensions of mediation. Her sensitivity to all of the complicated nuances of nonverbal communication is well expressed in this book. Mediators will find both practical guidance and a new set of tools for understanding the interpersonal dynamics of the mediation process." (David A. Hoffman, attorney, mediator, and arbitrator, member, Hill & Barlow, P.C.)

"Ms. Madonik provides the tools to access a whole new dimension in mediation. Her book should be required reading for every mediator who desires to reach and respond to parties more effectively." (Melissa Janis, President, Dovetail Solutions, LLC)